3. Course Overview
Foundation to consulting business
The art of Listening…LISTEN
Management Vs. Leadership
Brand Called You
Project Management
Case Study
Day 1
Day 2
Day 3
Day 4
Day 5
Day 6
4. - Communication Foundation
- Crucial Conversations
- Dealing with Difficult Characters
- LISTEN Methodology
Agenda for Today’s Session
7. What is communication
The process of communication
is what allows us to interact
with other people; without it,
we would be unable to share
knowledge or experiences with
anything outside of ourselves.
Common forms of
communication include
speaking, writing, gestures,
touch and broadcasting.
• Wikipedia definition
8. Process of communication
• Communication is the process of sending and receiving information
among people…
SENDER RECEIVER
Feedback
receiver sender
Medium
Encode Decode
9. Effective communication
• Meaning and Definition
• Uses of Effective Communication
• The 7C’s of Effective Communication
• Facts about Effective communication
10. Meaning and definition
Meaning-
• Effective Communication is a two way process – sending the right
message and to the right person.
• It is important to know the psychology of the people you are interacting
with for communication to be effective.
• For communication to be effective it is necessary to know the
circumstances of the counter entity.
• Effective communication includes all the aspects of visual, auditory and
kinaesthetic language to appeal the listener.
Definition-
“Effective communication is the communication which produces intended or
desired result”
11. Uses of effective communication
•Effective communication helps to understand a person or
situation in a better way.
•It enables us to solve the differences, build trust and respect in the
organization.
•Sometimes our message is misunderstood or we misunderstand
the received message, effective communication helps us to
resolve problems with both’s point of view.
•Effective communication helps us to connect well with kids,
spouse, boss, colleagues, etc.
•It helps us in decision making.
12. The 7c’s of effective communication
1. Completeness
2. Conciseness
3. Consideration
4. Clarity
5. Concreteness
6. Courtesy
7. Correctness.
13. Mastering your 7C’s
`
Completeness- The information conveyed in the message should be complete for the
communication to be effective.
Conciseness- means communicating what you want to convey in least possible words.
Consideration- Effective communication must take audience into consideration by
knowing the viewpoints, back ground, mindset, educational level, etc.
Clarity- implies emphasizing on a specific goal or objective at a time, rather than trying
to move away from track.
Concreteness- communication implies being particular and clear rather being fuzzy and
general.
Courtesy- means being polite, kind, judicious, enthusiastic and convincing.
Correctness- in the communication implies that the correct information is conveyed
through message.
14.
15. •Lack of Sensitivity to
Receiver
•Lack of Basic
Communication Skills
•Insufficient Knowledge of
the Subject
•Emotional Interference
•Lacking confidence
Encoding
Barriers
• Physical Distractions
• Channel Barriers.
• Long Communication
Chain.
Transmitting
Barriers
• Lack of Interest.
• Lack of Knowledge.
• Lack of Communication
Skills
• Emotional Distractions
• Information overload
• Conflicting Messages
Decoding
Barriers.
• No Provision for
Feedback
• Inadequate Feedback.
Responding
Barriers
16. Over coming the barriers of effective
communication
Effective
Communication skills
Body language
(Smile, Eye contact,
Gestures, tone)
Cultural
Sensitivity
Checking
for understanding
Summarizing
what has been said
Seeking
Participation
Effective Questions
Simple
Words
Connecting with
The audience
20. Person Holding Negative Attitude,
the higher the worse
Defensive vs. Opened Sizing & Challenging
Bored vs. Interested
21. Dominant/Confident and I do not care
Dominant/Confident and Ready for
Action
European Sign of Nervousness
American/Arab Sign of Argument
Distance Matters
22. Don’t Want to hear you– Am not sure Negative Thoughts – Making Decision
Neutral – Interested - Disagree
Positive Expectations
Feel Lying
23. Block You (ok) – Block & Defense – Block but Cool- Partial Block Slight Block- Most Sales, Politicians and
Celebrities do that
Confidence – Frustration - Anger Sign of Dominance
24.
25. Personality Test
1. At times I avoid situations that might bring me into contact with people I’m having problems with.
2. I have put off returning phone calls or e-mails because I simply didn’t want to deal with the person who sent them.
3. Sometimes when people bring up a touchy or awkward issue I try to change the subject.
4. When it comes to dealing with awkward or stressful subjects, sometimes I hold back rather than give my full and candid
opinion.
5. Rather than tell people exactly what I think, sometimes I rely on jokes, sarcasm, or snide remarks to let them know I’m
frustrated.
6. When I’ve got something tough to bring up, sometimes I offer weak or insincere compliments to soften the blow.
7. In order to get my point across, I sometimes exaggerate my side of the argument.
8. If I seem to be losing control of a conversation, I might cut people off or change the subject in order to bring it back to where I
think it should be.
9. When others make points that seem stupid to me, I sometimes let them know it without holding back at all.
10. When I’m stunned by a comment, sometimes I say things that others might take as forceful or attacking—terms such as “Give
me a break!” or “That’s ridiculous!”
26. Personality Test
11. Sometimes when things get a bit heated I move from arguing against others’ points to saying things that might hurt them
personally.
12. If I really get into a heated discussion, I’ve been known to be tough on the other person. In fact, they might even feel a bit
insulted or hurt
13. When I’m discussing an important topic with others, sometimes I move from trying to make my point to trying to win the
battle.
14. In the middle of a tough conversation, I often get so caught up in arguments that I don’t see how I’m coming across to others.
15. When talking gets tough and I do something hurtful, I’m quick to apologize for my mistakes.
16. When I think about a conversation that took a bad turn, I tend to focus first on what I did that was wrong rather than focus on
others’ mistakes.
17. When I’ve got something to say that others might not want to hear, I avoid starting out with tough conclusions, and instead start
with facts that help them understand where I’m coming from.
18. I can tell very quickly when others are holding back or feeling defensive in a conversation.
19. Sometimes I decide it’s better not to give harsh feedback because I know it’s bound to cause problems.
20. When conversations aren’t working, I step back from the fray, think about what’s happening, and take steps to make it better.
21. When others get defensive because they misunderstand me, I immediately get us back on track by clarifying what I do and
don’t mean.
22. There are some people I’m rough on because, to be honest, they need or deserve what I give them.
27. Personality Test
23. I sometimes make absolute statements like “The fact is…” or “It’s obvious that…” to be sure my point gets across.
24. If others hesitate to share their views, I sincerely invite them to say what’s on their mind, no matter what it is.
25. At times I argue hard for my view hoping to keep others from bringing up opinions that would be a waste of energy to discuss
anyway.
26. Even when things get tense, I adapt quickly to how others are responding to me and try a new strategy.
27. When I find that I’m at cross purposes with someone, I often keep trying to win my way rather than looking for common
ground.
28. When things don’t go well, I’m more inclined to see the mistakes others made than notice my own role.
29. After I share strong opinions, I go out of my way to invite others to share their views, particularly opposing ones.
30. When others hesitate to share their views, I do whatever I can to make it safe for them to speak honestly.
31. Sometimes I have to discuss things I thought had been settled because I don’t keep track of what was discussed before.
32. I find myself in situations where people get their feelings hurt because they thought they would have more of a say in final
decisions than they end up having.
33. I get frustrated sometimes at how long it takes some groups to make decisions because too many people are involved.
28. Masking T/F Controlling T/F
5 ( T ) 1 7 ( T ) 1
6 ( T ) 1 8 ( T ) 0
Avoiding Labeling
3 ( T ) 1 9 ( T ) 1
4 ( T ) 0 10 ( T ) 0
Withdrawing Attacking
1 ( T ) 0 11 ( T ) 0
2 ( T ) 0 12 ( T ) 1
Silence Total 3 Violence Total 3
Start with Heart 13 ( F ) 19 ( F ) 25 ( F )
STATE My Path 17 ( T ) 23 ( F ) 29 ( T )
Learn to Look 14 ( F ) 20 ( T ) 26 ( T )
Explore Others’ Paths 18 ( T ) 24 ( T ) 30 ( T )
Make It Safe 15 ( T ) 21 ( T ) 27 ( F )
Move to Action 31 ( F ) 32 ( F ) 33 ( F )
Master My Stories 16 ( T ) 22 ( F ) 28 ( F )
Your Style Under Stress What you need to Develop
29. State Your Path
- Share Facts
- Tell Your Story
- Asks for others Path
- Talk Tentatively
- Encourage Testing
30.
31. 1.Masking – Consists of understating or selectively showing our true opinions.
Sarcasm, sugarcoating, and couching are some of the more popular forms.
2.Avoiding – Involves steering completely away from sensitive subjects. We talk,
but without addressing the real issues.
3.Withdrawing – Means pulling out of a conversation altogether. We either exit
the conversation or exit the room.
4.Controlling – Consists of coercing others to your way of thinking. It’s done
through either forcing your views on others or dominating the conversation.
Methods include cutting others off, overstating facts, speaking in absolutes,
changing subjects, or using directive questions to control the conversation.
5.Labeling – Is putting a label on people or ideas so we can dismiss them under
a general stereotype or category.
6.Attacking – You’ve moved from winning the argument to making the person
suffer. Tactics include belittling and threatening.
Six Styles under Stress
32.
33. • Keep Your Cool – Deeeeeeeeeeeeeeeeep Breath
• "Fly Like an Eagle” – Its not your Problem, Understand Intentions
• Shift from Being Reactive to Proactive – Let them know your path
• Pick Your Battles – You do not have to win, but never be the victim
• Separate the Person From the Issue – People are People, they Litter
• Put the Spotlight on Them – Have you gave it enough thought?
• Use Appropriate Humor – Release Stress Gently
• Change from Following to Leading – Expose the Power and Control
• Confront Bullies (Safely) – Every action has a reaction, do not wake the dragon
• Set Consequence – Think of what’s next
How to Deal with Difficult People?
34. Tell Me More…
Magical Sentences…To get unstuck
That’s Interesting
Why would you Say that?
Do that? Ask that?…
What you think this
is leading to?…
I am sure you understand/feel
when I say…
Reaching this state, don’t
you think we better…
36. What is listening ?
Listening is the absorption of the meanings of
words and sentences by the brain. Listening leads
to the understanding of facts and ideas.
37. Importance of listening
“If we were supposed to talk more than listen, we
would have been given two mouths and one ear.”
Mark Twain
39. Various stages to listening
• Hearing
• Focusing on the message not the person
• Comprehending and interpreting
• Analyzing and Evaluating
• Responding
• Remembering
40.
41.
42. Techniques of active listening
PARAPHRASE
Restate what was
said in your own
words
SUMMARIZE
Pull together the
main points of a
speaker
QUESTION
Challenge speaker to
think further, clarifying
both your and their
understanding, however
suspend judgement
43. Path for good communication
Listen to
Understand
Understand
before
speaking
Speak to be
understood
Seek
understanding
before
proceeding
Repeat
